Introduction to Articles

CM.com's Conversational AI Cloud uses articles as the core component for providing contextual answers across a variety of channels. Articles can be triggered by intent classification, rule-based recognition, or through a linked dialog. In addition to providing answers, articles can also act as FAQs within a customer knowledge base. By using articles, customers can map recognition and other conversational AI components to a reusable answer set.

Articles can be created and managed through CM.com’s Conversational AI Cloud CMS. They can be organized by labels, categories, and sub-categories for building a knowledge base, making it easy to expose, find and manage content.

You'll find the following in the Articles screen:

Triggers (formerly Inputs): The questions, dialogs and intents that will trigger the article. Here you can also select the toggle "Show condition sets" to see which entities are being matched with the questions.

Outputs: The answer that will be shown to the end user when they trigger the article. The answer that they will see depends on the channel, and context variables/metadata.

Labels: See which labels are associated with this specific article: